IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
EAN: 2147483647
Year: 2000
Pages: 93
Pages: 93
- Starting Page
- Table of Content
- Front Matter
- List of Figures
- List of Tables
- About the Authors
- Preface
- Who Should Read This Book?
- Acknowledgments
- Chapter 1. Introduction
- 1.1 Background
- 1.2 Sourcing from WithinWhy Insource?
- 1.3 Planning for Success
- Chapter 2. Getting Started
- 2.1 Writing the Job TicketThe Ask
- 2.2 Forming
- 2.3 Charting the Approach
- Chapter 3. Establishing and Managing CoalitionsGaining Buy-In
- 3.1 Establish Management Buy-In Early
- 3.2 Establish Customer Buy-In Early
- 3.3 Establish Supplier Coalitions
- 3.4 Establish an Information Network
- 3.5 Identify and Understand Risk
- Chapter 4. Business Linkage
- 4.1 Understanding the Company Mission
- 4.2 Services in a Traditional Business Framework
- 4.3 Object-Oriented Service Delivery Framework
- 4.4 Balancing the Services
- 4.5 Services Linkages
- Chapter 5. Marketing and Communications
- 5.1 Marketing 101
- 5.2 Communicate Early and OftenWho,What, When, Where, How
- 5.3 DefineCommunicate the Metrics UpfrontQuality, Cost, Delivery, Value
- 5.4 UnderstandIdentify and Communicate Risk
- 5.5 Explain Roles and Responsibilities
- Chapter 6. Taking a Customer Approach
- 6.1 Understanding Your Customers Requirements
- 6.2 Developing the Service Model
- 6.3 One-Stop ShoppingSeamless Delivery
- 6.4 Customer Satisfaction
- Chapter 7. Processes and Procedures
- 7.1 Introduction
- 7.2 Customer Communication
- 7.3 Internal Communication Processes and Procedures
- 7.4 Change Control Process
- Chapter 8. Structuring for Success
- 8.1 Introduction
- 8.2 Structuring the Organization
- Chapter 9. Resource and Cost Model
- 9.1 Introduction
- 9.2 Resource Model
- 9.3 Estimating Server Units
- 9.4 Resource Spreadsheet
- 9.5 Cost Management
- 9.6 Ongoing DB Monitoring and Maintenance
- 9.7 Application Server Support
- 9.8 Cost Model
- Chapter 10. Benchmarking
- 10.1 Why Benchmark?
- 10.2 Establishing a Company Profile
- 10.3 Identifying Target Companies
- 10.4 Developing Your Questionnaire
- 10.5 Analyzing the Benchmark Data
- 10.6 Implementation
- Chapter 11. Measuring Success
- 11.1 Defining Success
- 11.2 Ensuring Success
- 11.3 Metrics
- 11.4 When Have You Reached Success?
- Chapter 12. Lessons LearnedKey Messages
- 12.1 Overview
- 12.2 Processes
- 12.3 People
- 12.4 Communication
- 12.5 Technology
- Chapter 13. Frequently Asked Questions (FAQ)
- Appendix A. Job Descriptions
- A.1 Account Manager
- A.2 Oracle System Administrator (OSA)
- A.3 System Administrator (SA)
- A.4 Database Administrator (DBA)
- A.5 Network Specialist (NS)
- A.6 Operational Manager (Ops Mgr)
- A.7 Customer Services Manager (CS Mgr)
- Appendix B. Sample Service Level Agreement
- Section I: System Availability
- Section II: Problem Management
- Section III: Support Services
- Attachment B: Problem Severity Definitions
- Attachment C: Problem Resolution Control
- Attachment D: Status Call Contacts
- Attachment E: Escalation Contacts
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
EAN: 2147483647
Year: 2000
Pages: 93
Pages: 93
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